Sujatha Ramakrishnan

Experience

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  Allsec Technologies Limited

  Jun 2003 - Feb 2004

  Customer Support Officer

  • Customer support officer responsible for marketing internet and telephony packages to customers in the UK• Undergo communication, soft skills and process training to effectively interact with customers in the UK and US• Outbound calls were made by the CMS platform to a target set of customers, pitch and promote our offerings by highlighting the benefits to the customers• Performance was measured by the number of sales made per day, this first ever experience of interacting and influencing customers honed my communication and interpersonal skills Show less

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  Tata Consultancy Services

  Feb 2004 - Dec 2006

  Process Executive

  • Worked as service operations executive at offshore for a reputed bank in the UK. Answer telephone calls from the bank’s sales financing customers, manage requests for creation of debtor accounts in the customer systems by performing the required research/checks. Also handle requests for payments, document and ensure timely and accurate release of funds to Bank’s customers • Undergo communication and process training, successfully complete the required assessments and client accreditation evaluation before go-live• Build rapport and provide best in class service to bank’s customers by maintaining good telephone etiquette and a thorough documentation at all times • Follow up and liaise with other teams as required, perform outbound calls to ensure issue resolution• Handle calls from the onshore service manager during Team Lead’s absence and provide updates on team attendance, any system issues or exceptions for the day• Support Team Lead in preparing end of day reports like Absenteeism, Exceptions, System Issues log and Daily MI• Provide training on process and service requirements to new recruits, pitch in to take up additional responsibilities as and when required• Ensure compliance with legal and statutory requirements Show less

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  Siemens

  Dec 2006 - Dec 2007

  Assistant Operations Manager

  • Transition the first ever customer service contact center operations of a major Energy Services Company from the UK to offshore. Set up a helpdesk to manage requests and queries with respect to their Gas and Electricity Metering operations and Data Collections services• Understand and document the customer's current process flows, touch points, prepare Standard Operating procedures for offshore, get it validated and approved by the customer• Recruit members for the offshore team by collaborating with HR team. Provide training / knowledge transfer, manage customer accreditation and ensure successful ‘Go-Live’ of operations as per contract• Ensure fulfillment of admin and infra requirements like facilities, telephony, CMS etc. by engaging with functional teams• Ensure services provided by the contact centre are of high quality and in-line with the contracted SLAs and KPIs• Analyze weekly and monthly team performance reports to ensure effective utilization of resources, to identify training opportunities and need for feedback• Single point of contact for client interaction, escalations and improvement initiatives• Conduct bi-annual appraisals, manage attrition and succession planning• Publish Monthly Finance and SLA reports to the client and present the same in the Operations Review call Show less

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  Cognizant

  Mar 2008 - Sept 2020

  Service Delivery Manager

  Performed diverse roles across IT and Business process services during my stint with Cognizant. IT Service Operations: Program Management Office lead for a large IT services account that provided Application Development & Maintenance, Testing and Consulting services for a global ‘Commodity Trading’ customer. Partner to stakeholders in Sales, Delivery and other cross functional teams- Program managed a global team of 500 FTEs across India and UK geos, led stakeholder engagement, Project Planning and Implementation, Budgeting and Cost control, Governance and Reporting. Designed and implemented processes to drive continuous improvement in operations- Line managed a team of 5 PMO Analysts, CoordinatorsBusiness Process Services: Served as ‘Transitions Lead’ and offshored a number of service operations across verticals like Technology, Retail and consumer goods- Rebadged 100+ associates from client’s incumbent vendors in Hyderabad, India- Acted as the key interface between clients and offshore teams like Delivery, HR, Network services etc., Executed transition and commencement of operations from offshore in a seamless manner. - Led ‘Service Delivery’ for a 70 FTEs Mobile Technology support desk for a leading Energy & Utilities client in the UK The desk provided Technical support for Laptops, Printers and Applications across multiple LOBs via Phone and Email. - Transitioned services from UK to India through onsite Knowledge acquisition, Recruitment and training of the offshore team, infrastructure mobilization and successful completion of client assessments - Grew the program size by more than 200%, added new lines of businesses, managed their transition and service delivery phases- Ensured team exceeded contracted SLAs and KPIs, implemented continuous service improvement initiatives- Line managed 4 Team Leads. Was responsible for their Learning & Development plans, Retention and succession planning, managed their performance and project end appraisals. Show less

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  Engineers Without Borders UK

  Sept 2021 - Apr 2022

  Operations Manager

  Accountable for processes and systems that govern the end to end operations of the organization including Program Management, Finance, HR, Compliance, Infrastructure & Supplier relationship management and Continuous service improvements.

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  Cognizant

  May 2022 - now

  Program Manager